Director of Customer Experience

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

At Lucidya, Customer Experience is not a support function - it is a revenue-driving engine.

We’re looking for a Director of Customer Experience to lead, unify, and scale our CX organization as Lucidya moves from high-growth into scale-up mode. This role owns the full post-sales journey and plays a critical role in realizing, expanding, and retaining revenue across enterprise and government customers.

You will lead a large, multi-disciplinary CX organization, act as the internal voice of the customer, and set the standard for what “excellent” customer experience looks like - even when it means challenging the status quo.

This role reports into the Chief Revenue Officer (CRO) (with interim reporting during onboarding) and works closely with Sales, Finance, Product, and Engineering.

Revenue & Growth

• Own ARR realization, retention, renewals, and expansion across the customer lifecycle
• Ensure deals closed by Sales are fully realized and grown through strong execution and relationships
• Lead a CX organization that is target-driven, results-oriented, and customer-first

CX Leadership & Team Building

• Lead and scale a 35+ person CX organization across:
• Customer Success
• Solutions Consulting (pre-sales)
• Customer Support
• Build a strong performance culture without sacrificing team health, engagement, or trust
• Hire, mentor, and grow CX leaders - with clear career progression and low attrition
• Foster a culture where teams feel ownership, pride, and accountability for outcomes

Customer Experience Excellence

• Define and continuously raise the bar for CX standards across onboarding, adoption, support, renewals, and expansion
• Act as the voice of the customer internally - even when it requires pushing back or being constructively controversial
• Step into high-impact customer escalations and critical accounts when needed
• Ensure CX is proactive, not reactive

Strategy, Change & Scale

• Navigate shifting priorities, and evolving product offerings
• Lead CX through inevitable ambiguity while keeping teams focused, motivated, and aligned
• Improve foundations while the business is moving, not after
• Partner closely with Product & Engineering to influence roadmap based on real customer needs

Data, Metrics & Accountability

• Own and report on key CX and revenue metrics, including:
• ARR, renewals, retention, expansion
• NPS / customer satisfaction
• eNPS / team engagement
• Team performance and turnover
• Use data to drive decisions - without losing human judgment and leadership intuition

• Establish trust and credibility with CX teams and cross-functional leaders
• Gain deep understanding of Lucidya’s customers, revenue model, and CX gaps
• Begin raising CX standards and sharpening revenue focus
• Create momentum around ownership, accountability, and customer-first thinking

Experience & Background

• Proven leadership experience in Customer Experience, Customer Success, Account Management, or Revenue-facing roles
• Experience owning aggressive ARR targets and delivering results in fast-growth environments
• Background working with enterprise and government customers
• Experience leading large, multi-layered teams with diverse personalities
• B2B SaaS experience is a plus, but not mandatory - transferable leadership matters more

We care less about the number of years and more about what you’ve actually built, grown, and delivered. That said, we do expect the right candidate to have spent a number of years leading and scaling CX teams in a B2B environment.

Market & Context

• Strong familiarity with Saudi Arabia and how enterprise and government customers operate
• Arabic-speaking candidates with regional experience are strongly preferred

Non-Negotiables

• Fluent in Arabic and English
• Proven record of delivering large, aggressive revenue targets
• Exceptional people leadership and culture-building capability
• Deep customer obsession - unwilling to accept “this is how it’s always been done”
• Adaptability, humility, and openness to learning

Who You Are

A leader who believes if you take care of people, they take care of the business

• Results-driven without burning out teams
• Comfortable with ambiguity and change
• Confident challenging norms in service of the customer
• Curious about technology, AI, and how it can elevate CX

Bonus Points

• Experience using AI tools or automation to improve CX workflows
• Demonstrated interest in technology beyond surface-level usage
• Track record of building CX organizations that customers and employees love

If you want to own revenue, shape culture, and set the standard for world-class customer experience in a fast-scaling AI company, this role was built for you.